Greater Cleveland Aquarium - Guest Experience Associate

Job Title: Guest Experience Associate
Job Status: Part-time 
Schedule: Weekends required, up to 27 hours/week
Hourly Wage: $11.30/hour

General Summary of Job Duties:

Greater Cleveland Aquarium is seeking an enthusiastic team member who enjoys engaging with guests and sharing a passion for animals and the environment. The Guest Experience Associate supports daily operations and ensures all visitors receive a welcoming, educational and memorable experience.

Key Responsibilities

•  Work scheduled shifts typically from 9:30am–5:15pm, including weekends, holidays and occasional early openings or extended evening hours.
• Arrive on time and prepared to work.
• Follow F.A.S.T. Track service standards: make eye contact at 10 feet, smile at 5 feet and offer a friendly verbal greeting at 3 feet.
• Deliver engaging, informative interactions that promote curiosity about animals and conservation.
• Perform a variety of daily duties including guest engagement, wayfinding, program facilitation, ticketing and membership sales.
• Support guest needs in any assigned gallery.
• Operate the point-of-sale system for tickets and memberships, including accurate cash and credit transactions.
• Facilitate guest programs such as touch pool interactions, animal encounters, discovery carts, gallery Q&As and microphone presentations.
• Maintain knowledge of operating procedures and assist with guest flow and safety protocols, including emergency procedures.
• Provide responsive, solution-oriented service, engaging Leads, Security or Directors when appropriate.
• Recommend improvements to enhance the guest experience.
• Perform other duties as assigned by Guest Experience leadership.

Requirements

• Availability on Saturdays and Sundays (7–21 hours/week). 
• Reliable and punctual. 
• Previous customer service experience. 
• Passion for animals, conservation and guest engagement. 
• Self-motivated, enthusiastic and eager to learn.
• Friendly, professional demeanor. 
• Strong customer service and problem-solving skills. 
• Demonstrated cash-handling proficiency, including counting money and making accurate change. 
• Basic computer competency. 
• Excellent verbal communication skills. 
• Ability to work both independently and collaboratively. 
• Commitment to fostering a positive, respectful and fun work environment.
• Must pass background and drug screenings.

Physical Requirements

• Reasonable accommodation may be made for qualified individuals with disabilities.
•  Frequent standing, walking and hand dexterity for fine motor tasks. 
• Ability to lift, carry and push items up to 40 pounds.

NOTE: The above statements are intended to describe the general nature and level, or work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities as needed and as assigned by supervision. 

About Jacobs Entertainment: Jacobs Entertainment, Inc. is a developer, owner and operator of gaming and entertainment facilities across the United States. Core to the company’s value is our commitment to ethical leadership, outstanding training, and open employee communication. jacobsentertainmentinc.com   

To Apply
Greater Cleveland Aquarium is an equal opportunity employer. Please submit your resume to: James Pulley, Director of Guest Experience
jpulley@greaterclevelandaquarium.com